The Customer 360⁰ data platform reimagines customer experience, boosts operational visibility by 36X, improves decision-making and helps the client win new business worth $64 million.
Overview
The client is a privately owned IT solutions and services company that provides hardware solutions, software licensing, cloud reselling, and lifecycle services, with $2.4 billion in annual revenues. Its operations are spread across three business units – Value Added Reselling, Cloud Reselling, and Services. The client operates out of over 80 countries and 22 offices across North America, Europe, Singapore and India, and is headquartered in Washington state, US.
Business benefits
The client had strategic aspirations to move towards a managed service provider model from a traditional value added reseller model (hereon mentioned as VAR). This required digital transformation across their customers, vendors, and internal employees’ touchpoints, with streamlined internal supply chain processes and enhanced customer experience.
Asking the right question – “Where's my stuff?”
In 2018, the management embarked on a mission to overhaul the customer experience because they believed this was key to driving growth in the IT services and solutions industry. They began by asking themselves the question, "How do I improve customer experience?" However, given that it was more important to put the customer at the center and ask what he/she wanted, the leadership realized that effective, accurate and timely tracking of shipments was the biggest customer pain point.
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